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What is Reference Service? William Katz. Reference librarians ... Hansen, Eric. 2003. ' KANAnswer: A Kansas Collaborative for ... and Smith, Monica. 2003. ... – PowerPoint PPT presentation

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Title: clavenlib'nctu'edu'tw

1
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2
Outline

Overview
Technology
From Digital, Live, to Cooperative
Conclusion

3
Overview
4
What is Reference Service?

William Katz
Reference librarians answer question
Reference librarians interpret the question,
identify the precise source for an answer, and
with the user, decide whether or not the response
is adequate
Reference librarians, when asked, will instruct
the user on how to find information in an
electronic or printed reference source
Reference librarians are information mediators
who determine what is useful, what is needed, and
what can be rejected

5
Varieties of Reference Services

Information
Ready-reference questions
Interlibrary loan and document delivery
Information and referral services
Guidance
Readers advisory services
Term-paper counseling
Selective dissemination of information
Instruction
One-to-one instruction
Group instruction

6
Types of Reference Questions

Directional question (?????) 3050
Ready reference (?????) 5060 in pubic
libraries
Specific search(?????????)
Research (???????)

7
What is Digital Reference?

VRD Definition (http//www.vrd.org)
Digital reference, or "AskA", services are
Internet-based, human-mediated question/answer
and referral services that connect users with
experts and subject specialists who can answer
questions and give pointers to other sources of
information

8
General Digital Reference Model
??
Pomerantz, et al.
9
Some Descriptions of Digital Reference

DR is a librarian in a small town offering to
follow up a reference question at her desk with
an e-mail message because she cannot quite
satisfy every part of it right there on the spot
Its an academic library taking inquiries from
its academic community via a Web form and
responding by e-mail or calling or faxing or
sending materials or setting up an appointment
for a research consultation or all of these in
whichever combination seems to make the most
sense
Its also Ask Joan of Art!, answering e-mail
questions about American art

10
Some Descriptions of Digital Reference (Cont.)

Its a collaborative arrangement of several
libraries working together and using call-center
software to provide live, synchronous, chat-based
service to their patrons
Its even QuestionPoint (QP), trying to build an
international framework to support the highest
caliber of information services
Its people in a variety of commercial
ask-an-expert services, such as Google Answers,
About and AskMe, Yahoo!?? ??, answering
questions for fee or free because they want to
and can

11
Technology

From Joseph Janess Introduction to Reference
Work in the Digital Age

12
E-mail

The first and simplest technology
Advantage
Easy to use and understand lowest common
denominator
Cheap to build and maintain
Possible to keep copies of what was received and
sent
For analyzing kinds of questions, response time,
quality and accuracy of the responses
Can attach documents, results of searches, URL
Provide extra time to tackle difficult or
challenging questions, compose responses in a
thoughtful way
Combine with telephone, real-time chat to provide
higher-quality, follow-up answers

13
E-mail (Cont.)

Disadvantage
Thin connection
Difficult to conduct strict a good reference
interview
Time lag
Askers may not fill out necessary information you
want

14
Web Form

Usually for the intake of questions
The usual paradigm is the use of a Web form to
solicit the question and e-mail to respond
Share most of the advantage and disadvantage of
e-mail-based services
Need to run and maintain a Web server
Can demand askers to input specific information

15
Web-Form Based Virtual Reference
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Chat and Instant Messaging

Designed for back-and-forth, synchronous
conversations, via typing of text, among two or
more people
Example ICQ, MSN, SkyPE
Some are very simple tools that allow for quick
communication
Others are much more fully featured, allowing for
customization and personalization, the capture of
transcripts, the pushing of Web pages
Advanced feature integrating voice and video,
via Web cam, into chat or IM sessions

17
KANAnswer Chat An Example of Live Virtual
Reference
18
Chat and Instant Messaging (Cont.)

Advantages
Simple to use and have a large installed base
(e.g., MSN)
Attractive for librarians serving communities of
users who are already using these tools
Relatively quick to learn, but not the best
option for casual, one-time users
Transcript options might yield some of the
benefits described above for e-mail traces
Interviewing may be more natural and more
conversational than it is via e-mail or a Web form

19
Chat and Instant Messaging (Cont.)

Disadvantages
If only text, potential for misunderstandings and
time-consuming clarification might be high
A slow typist can be very frustrated
Accuracy in typing is not necessarily required
many users dont find that problematic at all

20
Videoconferencing

Extension of the Web-cam notion, but increasing
in sophistication, bandwidth, image quality
Enable one- or two-way direct, visual
communication
Excellent for reference interview
Are you shy of staring into a camera?
The lack of a textual transcript
Very large expense for software and hardware

21
Call-Center-Based Software

Example OCLC QuestionPoint, LSSI 24/7
Enable a librarian to handle requests in an
integrated way
Most provide for some sort of live interaction
with the user, via a chat window most likely
Take advantage of the synchronous nature of the
interaction, trying to replicate or supplement
whats possible in a face-to-face encounter
around a browser window
Easy on the user, although some require users to
download applications to support the chat or
other functions
Quite expensive, but large systems or
cooperatives can share the cost

22
Call-Center-Based Software (Cont.)

Scripts canned messages
Page pushing sending of a URL to the users
machine and having the page displayed in the
users browser window
Form sharing both the librarian and the user
see the same form and, as the librarian fills it
in, the user is able to see how thats down
Application sharing both can use the same
software package, such as a word processor or a
spreadsheet
Co-browsing (escorting) either party might take
the lead in showing the other through a Web
search
Evaluation by sending a brief form

23
24/7 in Traditional Chinese
24
24/7???
25
Co-browsing Chinese Web Site
26
????Co-Browsing??
27
Other Technologies

?? (????????????????????????)
???

28
From Digital, Live, to Cooperative
29
Live Virtual Reference

????????
Live virtual reference is a virtual reference
that uses chat or text-messaging attempt to move
to a closer simulation of traditional
face-to-face reference for users who are
increasingly virtual and not physically present
in the physical library Meola and Stormont
(2002)
Chat and instant messaging, video conferencing,
call-center-based software
Supplement the email service some patrons need
quick and instant information

30
Suitable applications of LVR

Directional questions Where is the library in
the campus?
Co-browsing and page pushing for showing Web
sites (electronic resources) directly to patrons
Distant patrons Ah, it may be expensive for
calling up

31
??????

Cooperative Digital Reference Service (CDRS)
Why CDRS?
Matching of patron queries to the most
appropriate expert
Cross-service archives of question and answers
Combine the power of local collections and staff
strengths with the diversity and availability of
libraries and librarians everywhere, 24 hours a
day, 7 days a week
Example OCLC QuestionPoint

32
???? (From OCLC QP)
33
???????????
http//cdrs.e-lib.nctu.edu.tw/admin.php
34
The Future of DR and CDRS

A mix of synchronous and asynchronous
Ready reference quick, factual answers to
specific questions will have a diminishing part
of librarianship
Play to our strength
Concerns about evaluation and quality of
information sources, sophisticated tools and
techniques for searching
Understanding the nature of users, their
communities, their needs and situations
Compiling and organizing and packaging
information resources for their use
Helping them to understand how to help themselves
and how to use and evaluate information
Step by step

35
References

???,????????????????,?????????????,
74,?90.12,?44-55?
???,?E-Reference--?????????????????????????,?????
??,904(?90?),?90.11,?5-9?
???,?????????????,???????,912(?92?),?91.5,?15-18?
???????,??????????????--???????????,???????,913(?
93?),?91.8,?7-13?
Adelaide, Joyce. Live Virtual Reference.
http//www.consal.org.sg/webupload/resource/brief
/attachments/7B4EC07544-D1E4-4A2C-9B91-BC0CC71FA4
537D.pdf
Beatty, Mark. 2003. A Grant-less Multi-type
Virtual Reference Consortia. Virtual Reference
Desk Conference 2003. http//www.vrd2003.org/proce
edings/presentation.cfm?PID147.
Hansen, Eric. 2003. KANAnswer A Kansas
Collaborative for Virtual Reference. Virtual
Reference Desk Conference 2003.
http//www.vrd2003.org/proceedings/presentation.cf
m?PID157.

36
References (Cont.)

Boop, Richard E., and Linda C. Smith. 2001.
Reference and Information Services An
Introduction. 3rd ed. Englewood, Colo.
Libraries Unlimited.
Janes, Joseph. 2003. Introduction to Reference
Work in the Digital Age. Neal-Schuman
Publishers.
Katz, William A. 2002. Introduction to Reference
Work. 8th ed. 2 vols. New York McGraw-Hill
Kresh, Diane, and Arret, Linda. 2000.
Collaborative Digital Reference Service Update
on LC Initiative. Digital Reference Service in
the New Millennium Planning, Management, and
Evaluation (Edited by R. D. Lankes, J. W. Collins
III, and A. S. Kasowitz), Published by
Neal-Schuman Publishers, Inc., pp. 61-67.

37
References (Cont.)

Lafrance, Helene, and Smith, Monica. 2003. The
Ups and Downs of Virtual Reference in a
Collaborative Environment. Virtual Reference
Desk Conference 2003. http//www.vrd2003.org/proce
edings/presentation.cfm?PID191.
Lindbloom, Mary-Carol. 2001. Ready for
Reference Managing a 24/7 Live Reference
Service. Virtual Reference Desk Conference 2001.
http//www.vrd.org/conferences/VRD2001/proceeding
s/lindbloom.shtml .
Meola, Marc and Stormont, Sam. 2002. Starting
and Operating Live Virtual Reference Services.
Published by Neal-Schuman Publishers, Inc.
Virtual Reference Desk. About VRD.
http//www.vrd.org/about.shtml
Pomerantz, J., Nicholson, S., Belanger, Y.,
Lankes, R. D. (2004). The Current State of
Digital Reference Validation of a General
Digital Reference Model through a Survey of
Digital Reference Services. Information
Processing Management, 40(2), 347-363.